Terms & Conditions

Travel Docx is a service of Flylop FZE LLC, a company in Sharjah, United Arab Emirates (“we”, “us”).

These Terms & Conditions (“Terms”) are the agreement between you and us for our apps, our website at www.traveldocx.com and every service we provide, including services paid by invoice. The Refund & Cancellation Policy, the Service Delivery Policy, the Disclaimer and what the pay screen shows for your order also form part of it. Our Privacy Policy is a notice about your information, not part of this agreement.

Before you pay, the pay screen shows the amount, the card fee and these rules. By paying, you accept them. Your payment also asks us to start work straight away. You also accept these Terms by creating an account or using our services. Please read sections 7 to 14 and 19 carefully: they cover refunds, false information, closing accounts, our responsibility and the courts.

We are based in the United Arab Emirates, and that is where your payments are taken. We provide every service and take every payment under these Terms; no other company is a party to them. We are not a government and cannot guarantee a visa or entry (see sections 1 and 2 of the Disclaimer). We are not a law firm, and nothing we tell you is legal advice.

• • You: the person who holds the account and places the order or, for a service paid by invoice, the person it is made out to. You are the party to the order and must pay for it, even when it is for someone else.
• • Applicant: the person the visa or documents are for.
• • Government: any government, embassy, consulate, immigration or border authority, or visa portal or centre acting for one.
• • E-visa: an order for a short-stay visa that the government issues online.
• • Documents order: an order for us to prepare documents for a visa that needs the applicant in person, and to book the appointment where the order says so.
• • Pay screen: what we show you before you pay for an order, or the invoice for a service paid by invoice.
• • Deposit: the first part of the price, paid in advance when you order. It is not earnest money (arboon) and gives neither of us a right to withdraw.
• • Remaining amount: the rest of the price after the deposit, less any discount, also called the balance. On an e-visa, it is our service fee.
• • Case page: your order's page in our apps, where we post each step and deliver your visa or documents.
• • Working day: Monday to Friday, UAE time, excluding UAE public holidays and any closure we announce at least 2 working days ahead in the apps or by email.

We help with short-stay tourist and visit visas: as each order says, we work out what the destination asks for, prepare and check the application and supporting documents, and book the appointment. For a Canada visitor visa, we prepare and organise the documents, travel plan and supporting letters, and the Government of Canada decides. Ordering authorises us to act for the applicant in preparing the application, answering its questions from your answers and paying any government fee included in the price. We do not handle work, study, residence or immigration visas. If we find, before the application is sent or the documents are delivered, that an order is for one, we stop and refund it as section 5 of the Refund & Cancellation Policy sets out, unless you gave us false information about the trip (section 7).

Lop, our in-app assistant, is automated, uses an AI provider and sees your account, your orders and your messages to Lop, which it sends to that provider to write its answers; if you would rather it did not, message your consultant on your case page, or email support@traveldocx.com, instead. Its answers are general help: your consultant and your case page have the final word, and Lop cannot agree to a refund, a cancellation, a price or a change to a promise. If Lop tells you something about money that differs from these Terms or your pay screen, these Terms and your pay screen apply, and we will look fairly at any loss it caused you.

You must be 18 or over to hold an account, and may hold only one. Use your real name, keep your details current and your sign-in secure: anything done in your account is treated as done by you, unless you tell us promptly that someone else got in.

You may order for another adult only if they asked you to and agree to you giving us their information, and you confirm the applicant accepts these Terms as they apply to them. Only you can cancel an order or ask for a refund, except a cardholder reporting misuse. An order for a child under 18 must be placed by a parent or legal guardian, who by placing it confirms they have the right to apply and any consent needed, including the other parent's where the law requires it. If you pay with someone else's card, you confirm the cardholder agreed, and you owe us the amount if they later tell their bank they did not.

You agree to:

• • give true, complete and current information, including travel history, earlier refusals and the real purpose of the trip;
• • send only genuine documents;
• • check names, passport number and dates before you pay;
• • hold a passport valid for at least six months after the trip, or longer if the destination asks; and
• • send what we ask for in time, and make sure the applicant attends any appointment.

Every declaration in the application rests on your answers. If you will not give us information or documents the application needs, or ask us to stop using or delete data an open order still needs, we treat it as you cancelling that order (section 9). If we ask for something and hear nothing, section 9 of the Service Delivery Policy explains when we may close the order as a cancellation.

We may check what you give us with whoever issued it, and will not prepare or use a document we believe is untrue. If we reasonably believe information is false, or a document is forged, altered or not the applicant's, a person at Travel Docx looks into it. We may then cancel the order as if you had cancelled it, hold back anything not yet released, close your account, and report it, where the law allows, to the government concerned, the police and our payment service providers. Any refusal, ban or legal action that follows is the applicant's responsibility.

Before we start work or release anything, we may ask you to confirm who you are or that you may use the card you paid with, and pause or decline the order if you cannot. If we believe a card was used without the cardholder's permission, we stop work, return everything taken from that card unless the bank already has, and deliver nothing it paid for; that is a return to someone who never agreed to these Terms, not a refund. Whoever placed the order still owes us for work done and costs paid out. If someone tells their bank they did not make a payment that our records show they made, we may tell the bank, our payment service providers and, where the law allows, the police.

Prices are in UAE dirhams (AED) and include any tax that applies. The price is fixed when you order, except as section 5 of the Refund & Cancellation Policy sets out for a government fee change. An e-visa price includes the government visa fee, where there is one. A documents order includes what its service page and pay screen list; unless they list them, the embassy's or consulate's visa fee and the visa centre's own charges are not included, and the applicant pays them directly. A price cut for an appointment you already hold is cancelled if its confirmation is not genuine or valid.

The remaining amount is due within 14 calendar days of us telling you the visa is approved or the documents are delivered, or by any later date your invoice shows. Section 5 of the Service Delivery Policy explains when an approval counts and what we hold back until it is paid, and section 6 when it is not due or is cancelled under our timing promise. An unpaid amount is a debt: we remind you first, then may decline new orders, suspend your account (section 14) and recover it by lawful means. We never add late fees or interest.

You pay by card in our apps or on our website, including Apple Pay where offered, or by bank transfer where your consultant agrees. Card payments are charged in AED through licensed payment service providers. Your card statement may show Flylop, a short description of your order, or a licensed payment service provider, instead of Travel Docx; ask us first if you do not recognise a payment (Refund & Cancellation Policy, section 8). If your card is not in AED, your bank's exchange rate and charges apply, and a refund may reach you as a different amount. A payment counts as made only when our payment service provider confirms it; while we show we are still confirming it, do not pay again.

When you pay by card, we add a card fee of 3.5% of the amount you are paying. It is our own charge for taking payment by card. Before you pay, it is shown as its own line, and the amount to pay includes it. A bank transfer has no card fee. The card fee is not refunded, even when the payment it was added to is refunded. The one exception: if you were charged twice for the same thing, we refund the extra payment in full, card fee included.

The Refund & Cancellation Policy sets out the money rules in full. In short:

We start work as soon as you pay. If you cancel after paying, or change your mind, what you have paid is not refunded. Anything not yet due is cancelled and never charged. On an e-visa, the remaining amount is cancelled, unless the government approved the visa before your cancellation reached us; on a documents order, it is charged only if we have already delivered. An order not yet paid for can be deleted for free.

“No visa, no fee” means: if your e-visa is not approved, we cancel the remaining amount and never charge it. The deposit is not refunded, including when the visa is refused. The deposit pays for the government visa fee, where there is one, and the work of preparing, checking and sending the application.

Besides these rules and section 7, we refund only a duplicate charge (in full, card fee included), a payment above what you owed (the difference), a refusal caused by our own mistake or a wrong detail of ours on an issued visa that cannot be corrected before your trip, an order we cannot take or finish for a reason not down to you or the applicant, and a missed appointment or timing promise. Refunds go only to the card or account that paid.

Talk to us first about any payment problem; this does not affect your rights with your bank. A payment a bank reverses for a service we provided as agreed stays owed. We do not refund a payment while a bank dispute about it is open; if the dispute is withdrawn or decided for us, the payment stands.

Some e-visa service pages show a promise such as “Guaranteed in 5 working days, or our service fee is free”, and the case page then shows a date, such as “Get your visa by 20 May, or it's free”. They are one promise, on the conditions in section 6 of the Service Delivery Policy; section 7 sets out the appointment promise on documents orders. “Free” means our service fee for that order, which is the remaining amount; the deposit, government fees and the card fee are not refunded under it. Where a promise applies, it is the whole remedy for that lateness. Any other time or date we show, including a documents order's delivery date, is a target, not a promise.

• • A code works only as its conditions say: one per order, none on documents orders, and none on invoices unless its conditions allow it.
• • Unless its conditions say otherwise, a code comes off the remaining amount, not the deposit, and is used up only when that is paid, so a refused visa does not use it.
• • A code always leaves at least AED 2 to pay, and cannot be removed once the payment it reduces has been made.
• • Codes have no cash value and cannot be exchanged, sold or combined. A used code is not given back after a refund or cancellation, unless the refund is for our mistake or a missed promise; then we give you a new code of the same value.
• • We may cancel a misused code or its discount, for example one shared or used through more than one account.
• • After an e-visa refusal, unless it followed false information or documents (section 7), we give you a one-time code for 15% off our service fee on your next e-visa, valid for 90 days. It is a goodwill gesture, not a refund.

We provide our services with reasonable care and skill. We are not responsible for:

• • a government's decisions, delays, fees or rules, or a refusal of entry;
• • appointment availability;
• • other companies, such as airlines, hotels, insurers and banks;
• • anything caused by false, incomplete or late information or documents from you; or
• • travel booked before the visa was issued.

Our timing and appointment promises (section 10) still apply on their own conditions. We are responsible only for loss that follows directly from something we did wrong, not for lost travel costs, earnings or enjoyment. For anything arising from an order, the most we will pay you in total is the amount you paid us for that order, plus, where a mistake of ours caused a refusal, the visa fee you paid the embassy or consulate for that application. For an e-visa, the amount you paid includes the government visa fee. This limit is the total for everyone who claims about that order, including the applicant. Nothing in these Terms limits our responsibility for fraud, deliberate wrongdoing or gross negligence, or anything else the law does not allow us to limit.

You will cover any loss, cost, penalty or fine we suffer because you gave us false information or documents, used our services unlawfully, or used a card without the cardholder's permission.

We are not responsible for delay or failure caused by something outside our reasonable control, such as a government changing its rules or fees, suspending a service or its systems failing; war, unrest, epidemics or natural disasters; or new laws or sanctions. It moves a timing promise's date only as section 6 of the Service Delivery Policy allows. If, before the e-visa application is sent or the documents are delivered, such an event makes your order impossible or holds it up for more than 60 calendar days in a row, either of us may cancel, and we refund as section 5 of the Refund & Cancellation Policy sets out for an order we cannot finish. Once the application is sent or the documents delivered, the deposit is not refunded.

We may suspend or close your account, or pause, cancel or decline an order, if you break these Terms, we reasonably suspect fraud, an amount stays unpaid after a reminder, you abuse or threaten anyone at Travel Docx, or the law or our payment service providers require it. We tell you why, unless the law stops us. While your account is suspended, you cannot place new orders, pay by card or send documents, but can write to us in our apps or by email to ask why, ask for a review or arrange to pay what you owe by bank transfer. Nothing you have sent us is deleted and, unless section 7 applies, we will send you any visa or documents already paid for. A payment dispute alone never suspends an account, though while one is open we may decline new card orders.

If we cancel an order because you broke these Terms, it is treated as if you had cancelled it (section 9). We may decline any order; if we cancel or decline a paid order for a reason that is not down to you, we refund it as an order we cannot take or finish.

You can close your account in our apps once no order or invoice is open, or by emailing privacy@traveldocx.com from your account's email address; download your visas and documents first. We may also close an account that has had no sign-in, order or payment for 3 years, with nothing open or owed, after 30 days' notice by email. Closing cannot be undone and does not cancel money you owe; sections 8 and 12 of the Privacy Policy explain what we keep.

We contact you in our apps, by email and notification, and by phone or WhatsApp where you gave us a number. We aim to reply within 1 working day. A message in our apps or to your account's email address counts as received on the day we send it. Offer and announcement notifications are on by default; you can turn offers off at any time in Profile → Notifications. We never sell your data; the Privacy Policy explains how we use it.

Ask for a cancellation or refund, or make a complaint, in our apps or by email so it is on your record; by phone or WhatsApp, it counts from when we receive it. Formal legal notices go by email to support@traveldocx.com. Your consultant may call you by voice or video in our apps; we do not record calls.

What you agree to electronically, including by paying or typing your name, is as binding as signed paper. Our records are evidence: when you accepted and paid (with the internet address and device, where recorded), each dated step of your order, when your visa or documents were made available, and our notices and messages. If a payment is disputed, we may give them to the bank and our payment service providers.

Our apps, website, the Travel Docx name and our content belong to us or to the companies that license them to us; use them only for visa applications for yourself or the people you order for. You keep ownership of what you send us and let us store, use and send it as we need to provide our services, keep records, meet legal duties and defend our rights. Do not use our services unlawfully, get into another person's account, copy our content by automated means, interfere with our apps, or resell our services without our written agreement.

These Terms are with us, not Apple or Google, who are not responsible for our apps, their support or any claim about them; we deal with those. You may use our iPhone app on Apple devices you own or control, as the App Store's Usage Rules allow; if it fails a legal warranty, Apple's only duty is to refund any price paid. You confirm you are not in a country under a United States embargo or on a United States list of barred people. Apple and its subsidiaries may enforce these Terms as they relate to our iPhone app.

Tell us in our apps, by email, or by phone or WhatsApp. We acknowledge a complaint within 2 working days and answer within 10 working days, or tell you why we need longer and when. If you are not satisfied and ask for a review, a senior person at Travel Docx, not involved in the decision where possible, gives our final answer in writing within 10 working days of your request. This never stops you going to a consumer protection authority, in the UAE or where you live, or to a court.

We tell you in our apps and by email at least 14 days before a change that matters to you takes effect, unless the law or a government forces it sooner; if you do not accept it, you can close your account first (section 14). Each order follows the Terms in force when you first pay for it, unless a later version, taken as a whole, is better for you.

An order paid before these Terms were shown where you paid, on our website or in one of our apps, follows what its pay screen showed before it was paid; later messages and screens do not change that. Two exceptions: a guaranteed date its service page or case page showed is kept, moved only by days we were waiting on you as posted on its case page, and “free” means our service fee, the remaining amount; and an appointment promise its case page showed is kept as it was shown (Service Delivery Policy, section 7). Older policies, and any page that says something different, do not apply to later orders.

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Sharjah. The courts of the Emirate of Sharjah decide any dispute. This does not take away any right you have under the mandatory consumer laws of the country where you live.

These documents are written in English, which governs.

• • These Terms and the documents they name are our whole agreement. Nothing anyone says changes them unless a person at Travel Docx confirms it in writing on your case page or by email; Lop cannot confirm a change.
• • If documents conflict, the amounts on your pay screen come first: the price, the deposit, the remaining amount, the card fee and what it lists as included. Then come these Terms, the Refund & Cancellation Policy, the Service Delivery Policy and the Disclaimer. Where these Terms sum up a rule that another of these documents sets out in full, the full rule applies. A promise or slogan, wherever it appears, the pay screen included, means only what these documents say and applies only on their conditions. Wherever our screens say or said “No visa, no loss” or “You owe nothing more”, it means the same as “No visa, no fee” in section 9.
• • A service agreement you sign for an invoice adds to these Terms; we will not rely on any part of one that is harsher on you than these Terms.
• • If part of these Terms cannot be enforced, the rest still applies, and a right we do not enforce at once can be enforced later.
• • We may transfer this agreement to a company that takes over our business, and will tell you; you may not transfer it without our written agreement.
• • What you owe us, and sections 7, 8, 9, 12, 15, 16 and 19, continue after an order ends or your account closes.
• • Nothing in these Terms takes away a consumer right the law does not allow to be taken away.

• • Email: support@traveldocx.com (privacy questions: privacy@traveldocx.com)
• • Phone and WhatsApp: +971 58 196 6892
• • In the app: the chat with Lop, or with your consultant on your case page
• • Registered address: Business Center, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates
• • Office: CBD Bank Building, Office 201, Dubai, United Arab Emirates